Anthony Sean Evans
Department Manager, Billing Assistance Disputes @Discover
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WORK HISTORY
Department Manager, Billing Assistance Disputes @Discover
US
Designed and implemented new schedule exception management process to simplify from 424 different activity codes to 84 and standardize across all customer facing business units, providing people leaders throughout the entire organization ~4 hours of time back each month for more value-add activities.Oversee and manage daily operations of ~150 employees, comprised of 4-9 teams to ensure schedule adherence and consistent productivity in an engaging, virtual environment.Moved to Chicago, IL temporarily to support the launch of Discover’s newest customer contact center; primarily responsible for designing an effective management talent program and trained 23 externally hired operations leaders within an aggressive 10 weeks turnaround while maintaining 0% attrition throughout the journey.Responsible for operations related to organic student loan and credit card acquisitions, including maintaining service level agreements for phone calls and document verification processing.Developed 21 new people leaders supporting customer facing teams specializing in Acquisitions and initiating transaction disputes, serving as a mentor, educator and motivator through consistent one-on-one meetings and team development sessions.Partnered with Field Operations and Strategy partners regarding policy and procedure refinement, initiative rollout and collaboration on key performance metrics; including application volume, conversion rates and complaint/feedback research.Conducted monthly performance evaluations around effective team performance practices, while supplementing the development of people leaders’ evaluation techniques & promote consistency throughout multiple departments.
EDUCATION
Weber State University
Master's of Healthcare Administration, Health/Health Care Administration/Management
Weber State University
Master of Business Administration (M.B.A.), Business Administration and Management, General
Weber State University
Bachelor of Business Administration (B.B.A.), Business Administration and Management, Healthcare Administration (minor studies)
ABOUT ANTHONY SEAN EVANS
Experienced Operations Department Manager with success and expertise in the transaction disputes, billing assistance, banking & credit operations (including new account acquisitions) and Workforce Management industries. Skilled in Portfolio Management, Microsoft Office, Risk Management, Customer Service, and Banking. Strong communicator and interpersonal management professional with a Master of Business Administration (M.B.A.) and Master of Healthcare Administration (M.H.A.) from Weber State University.
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